L1-L2 Support Engineer

Job Title: L1-L2 Support Engineer

Experience reqquired:3-7 years

Key Skills: MSP, Microsoft 365 Administration, Windows Operating System, Linux(Intermediate), macOS (Basic to Intermediate), Troubleshooting, Networking basics, Active Directory, RMM Tools, etc.

Key Responsibilities: • Respond to and resolve basic technical support tickets, emails, or calls across Windows, macOS, and Linux environments.

• Log, categorize, and escalate incidents or service requests to L2/L3 teams if required.

• Monitor system alerts and proactively notify relevant teams.

• Assist with software installations, basic network troubleshooting, and system access issues on Windows, macOS, and Linux systems.

• Provide support for password resets, email issues (MS365), and end-user device setups (Windows, macOS, and Linux laptops/desktops).

• Provide L1-level support for Linux systems (basic command-line troubleshooting, user management, file permissions, service checks, and common distributions such as Ubuntu/CentOS/RHEL).

• Provide L1-level support for macOS systems (System Preferences, application management, basic Terminal commands, and enterprise integration).

• Document problems and their resolutions in the ticketing system.

• Maintain hardware and software inventories.

• Ensure proper communication and follow-up with users until issue resolution.

• Support onboarding/offboarding tasks (account creation, laptop/desktop imaging & setup for Windows, macOS, and Linux environments).

• Strong experience in Microsoft 365 Administration:

• Managing users, licenses, and distribution groups

• Working with Exchange Online, Teams, OneDrive, and SharePoint

• Troubleshooting MFA, compliance, and conditional access issues

• Assist with basic networking tasks including IP configuration, DNS/DHCP troubleshooting, and Wi-Fi connectivity issues.

Required Skills and Qualifications:

• intermediate understanding of Windows, macOS, and Linux operating systems, mobile devices, printers, and scanners.

• For Linux: Familiarity with basic shell commands, file system navigation, package management (apt/yum), service management, and common distributions (e.g., Ubuntu, CentOS/RHEL).

• For macOS: Experience with system preferences, user account management, basic Terminal commands, and integration with enterprise tools like Microsoft 365.

• Familiarity with Windows, Office 365, and common enterprise tools.

• Good written and verbal communication skills.

• Strong problem-solving and time-management skills.

• Candidates must be open to working in a 24x7 shift environment, including night shifts, weekends, and public holidays.

Additional Skills: • Remote desktop support tools (e.g., AnyDesk, TeamViewer, ScreenConnect, LogMeIn) – including SSH for Linux/macOS. • Ticketing systems (e.g., ServiceNow, Freshdesk, Zendesk, JIRA). • VPN configuration and troubleshooting. • Basic scripting (PowerShell or Bash). • Experience with antivirus & endpoint security tools. • Understanding of SLAs basics.

Please share your resume at [Confidential Information] with current CTC, expected CTC, and notice period